Associate II - BPM

As a Voice Associate at UST, your role involves effectively handling customer support calls by following SOPs to resolve issues or escalate to higher authorities as needed. Similarly, as a Data Associate, you will be responsible for processing transactions efficiently while ensuring accuracy and quality in alignment with SLAs. Your key responsibilities will include: - Manage service level agreements (SLAs) to ensure 100% adherence in terms of quality, productivity, and schedule - Analyze, enter, and verify data following SOPs - Respond to customer calls and make necessary updates or edits to workflows - Stay updated on client's processor or product updates and ensure 100% compliance - Assist new team members in understanding and preparing them for the process - Handle higher complexity tasks and analyze processes for automation to increase operational efficiency In terms of outcomes, you will be expected to: - Adhere to quality standards and SLAs - Complete all mandatory training requirements - Ensure production readiness of new team members within agreed timelines - Resolve issues and complete tasks with zero errors - Monitor progress of requests for support and keep stakeholders informed Your role will also involve creating reports, preparing spreadsheets, data entry, and maintaining productivity by improving performance based on coaching. Additionally, you will be required to identify, analyze, and solve incidents efficiently, escalate problems as per guidelines, and manage knowledge by consuming project-related documents and sharing updates with stakeholders. In terms of skills, you are expected to have: - Customer focus and attention to detail - Teamwork and clear communication skills - Analytical ability and willingness to learn new skills - Proficiency in Windows Operating Systems, MS Word, and MS Excel - Domain knowledge based on the process you are working on UST is a global digital transformation solutions provider that partners with clients to embed innovation and agility into their organizations. With over 30,000 employees in 30 countries, UST aims to make a real impact through transformation, touching billions of lives in the process.,